When your IoT device isn’t connecting as expected, there are a few simple steps you can take before contacting support. This guide will help you quickly identify and resolve the most common connectivity issues.
1. Verify the Device Setup
Before diving into deeper troubleshooting, make sure the basics are covered:
Power: Ensure the device is powered on and functioning properly.
Network Settings:
Confirm mobile data is enabled on the device.
Ensure roaming is turned on (important for devices operating outside their home network).
2. Check Device Events in the Portal
Log into the EMnify Portal and navigate to Connected Devices → Events.
If you see frequent "Location Update" or "Location GPRS Update" events but no "Create PDP Context" events (data session creation), it usually means the device isn’t initiating a data session.
Likely cause: The APN (Access Point Name) is missing or incorrect in the device settings.
Solution:
Update the APN to:
emSave the settings and restart the device if possible.
3. Review Usage and Restrictions
If the APN is correct but there’s still no connectivity, check for the following:
Monthly Data Limit: Your SIM may have reached its monthly data cap.
IMEI Lock: If the SIM card was recently moved to a different device and IMEI lock is enabled, connectivity may be blocked until the lock is updated.
You can review these settings in the EMnify Portal or contact your administrator.
4. When to Contact Support
If none of the steps above resolve the issue, please open a support ticket. To speed up the investigation, include as much information as possible:
ICCID (SIM card number)
Device IMEI (if available)
Expected Device Behavior (e.g., should it be sending data every 10 minutes?)
Description of the Issue (e.g., when it started, whether it’s intermittent or constant)
Troubleshooting Steps Already Taken
Providing this information helps us resolve your issue faster.
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